HR Service Agent

SUMMARY/POSITION OBJECTIVE:

• This position is slated for 2:30-11pm (M-F)
• As an HR4U Guide, you’ll provide a seamless customer experience to Regeneron’s employees and the broader Human Resources community with all inquiries related to HR employee programs and services, HR policies, processes, and procedures. You will be a front-line HR support representative for our employees, working to meet all expected service levels, performance goals and the full scope of services provided while ensuring that each case is fully documented in the Case Management system.

JOB DUTIES:  

• Receiving inbound inquiries via multiple channels (phone, web-form, chat), clarifying the needs of the customer and assisting in the resolution of concerns.
• Working with the customer to understand the complexity of their needs and escalating issues to Tier 2 for resolution as appropriate.
• Investigating any areas of issue and determining methods to resolve problems within the acceptable timeframes - routing or raising inquiries as appropriate to ensure timely resolution.
• Upholding HR4U Service Center policies, procedures, work instructions, and SOP's;  including meeting  operational standards and maintaining customer satisfaction
• Relaying opportunities for improvement of daily processes and assisting in the implementation of these initiatives by highlighting and discussing key changes/improvement programs with the Contact Center team Lead.
• Attending Continuous Improvement project meetings as a subject matter expert representing the customer experience"
• Supporting HR Operations in Onboarding activities and documentation support through electronic document management system
• Attending Team meetings
• Completing Monthly Themed Continuous Training Activities
• Perform other tasks as assigned by the leadership team.

JOB REQUIREMENTS

• Strong phone presence with exemplary customer service skills.
• Strong business acumen
• Adaptable to swift program changes, developing the skills in proactive critical thinking and problem-solving
• Computer literacy, including but not limited to working knowledge of Windows operating systems and Microsoft Office products
• Dialer system navigation and management preferred
• HCM/HRIS knowledge preferred
• Familiarity with customer service tools, systems, and methodologies preferred
• Report management and interpretation preferred

Minimal educational requirements:

Bachelors Degree

Minimum Years of Experience:

• 1+ years in a direct customer service position.